Introduction
A comprehensive review of emerging outsourcing markets.

Scope
Analysis of Central & Eastern Europe's contact center outsourcing market
A discussion of North Africa's emergence as a US nearshore location
A review of the Caribbean and Latin America's growth as a location for US customer care
Numerical and graphical descriptions of these emerging markets
Highlights
Total market sizes for the major emerging contact center outsourcing markets contained in this report

Annual rates of growth for each individual market analyzed in this report

Strategic recommendations describing how investors can profit from each of these markets

Reasons to Purchase
Understand how the emerging contact center outsourcing markets are likely to evolve through 2010
Learn about what investors need to do so as to use these markets for quality and cost effective customer care
Identify any emerging opportunities for domestic customer service in each of these locations

DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
METHODOLOGY 1
EXECUTIVE SUMMARY 3
Introduction 3
Central and Eastern Europe: Chasing new opportunities (Market Focus) 3
North Africa: Profiting from emerging and existing markets (Market Focus) 3
CALA: Beyond Mexico (Market Focus) 3
Emerging Contact Center Outsourcing Markets (Databook) 4
Summary 8
Contact center outsourcing in Central & Eastern Europe is projected to grow through 2010 8
Central and Eastern Europe domestic outsourced industry 9
Central and Eastern Europe's domestic outsourced industry is expected to grow through 2010, as shown in Table 1. This growth has been encouraged by the rising standards of living in Central and Eastern Europe and also by ongoing liberalization of trade and financial markets. It is important to note, though, that more than half of these agent positions come from and will be coming from Russia. The Russian contact center outsourcing market is quite distinct from the rest of Central and Eastern European market in the sense that the overwhelming majority of its outsourced agent positions are domestic and are serving either Russian or CIS area customers. 9
Central and Eastern Europe offshore outsourced industry 9
Why Central & Eastern Europe is a logical location for Western European customer service 11
Favorable Business Climate 11
Geographical Proximity 12
Technology Infrastructure 13
Labor Market 14
However, outsourcing to the CEE could prove limited over the long-term 16
Tightening labor market 16
Shrinking subsidies in many of the EU accession countries 17
Pricing 17
Step one: situate only the high- end customer care in CEE 18
Step two: focus on domestic markets because of increasing wealth in these countries 19
Step three: examine the possibility of buying smaller regional players 19
Step four: examine the possibility of looking eastward to service Russian customers 19
NORTH AFRICA: PROFITING FROM EXISTING AND EMERGING MARKETS (MARKET FOCUS) 20
Summary 20
Contact center outsourcing in North Africa is growing fuelled by offshore demand 20
North Africa's domestic outsourced industry is still in a nascent state (please change this heading) 21
North Africa's offshore outsourced industry will grow quite rapidly 22
North Africa has attractive for Western customer care investors 24
North Africa possesses a favorable business environment 24
North Africa has an ample pool of Inexpensive labor force 25
Western investors can leverage North Africa's modern infrastructure 26
Geographic and cultural proximity 27
Cheaper office rental costs 27
There are still certain risks of which investors should be aware 28
There is a high risk that the market will reach its saturation point in a medium-to-long term 28
Perceived political instability and security risks are still a factor 29
Corruption and transparency also need to be resolved in North Africa 29
Does a lack of multichannel capability in North Africa mean limited opportunity? 29
Commercial sophistication variance can cause confusion for western investors 30
Step one: assess each country in North Africa in terms of its linguistic skills and abilities to handle western customer needs 30
Step two: concentrate investment on voice-based customer care 30
Step three: examine the possibility of servicing the local markets 30
Step four: keep looking out for other North Africa's countries, such as Libya and Algeria for outsourcing customer care 31
CALA: BEYOND MEXICO (MARKET FOCUS) 32
Summary 32
Contact center outsourcing investors can derive revenues from CALA 32
Domestic outsourcing growth will taper through 2010 33
Offshore contact center outsourcing will drive revenue growth in CALA 35
Brazil's domestic market offers outsourcers opportunities to profit 40
Outsourcers should look to Argentina and Chile for bilingual customer service 42
Outsourcers need to stay abreast of emerging locations in CALA and how to evaluate them 43
EMERGING CONTACT CENTER OUTSOURCING MARKETS (DATABOOK) 45
Introduction 45
Definitions 45
Morocco 46
Tunisia 54
South Africa 61
Czech Republic 68
Hungary 75
Poland 83
Russia 90
Latvia 98
Lithuania 105
Estonia 113
Romania 120
Bulgaria 127
Malaysia 134
Singapore 141
Hong Kong 149
China 156
Brazil 164
Chile 171
Argentina 179
Egypt 187
APPENDIX 195
Ask the analyst 195
List of Tables
Table 1: CEE outsourced APs (000s), 2005-2010 10
Table 2: Demand for CEE's outsourced offshore APs, 2005-2010. 10
Table 3: Travel times from London, Paris and Berlin to selected outsourcing destinations 13
Table 4: CEE information and communication technology penetration 14
Table 5: CEE labour market (2005 est.) 15
Table 6: CEE linguistic capabilities - 3 most widely known languages 16
Table 7: North Africa's domestic outsourced APs (000s), 2005-2010 22
Table 8: North Africa's offshore outsourced APs (000s), 2005-2010 22
Table 9: Demand for North Africa's outsourced offshore APs, 2005-2010 24
Table 10: North Africa's labour market (2005 est.) 25
Table 11: North Africa's information and communication technology penetration (2004 est.) 27
Table 12: Corruption perception index, 2005 29
Table 13: North Africa's outsourced APs (000s), 2005-2010 31
Table 14: CALA domestic outsourced agent positions, 2005 - 2010 35
Table 15: CALA offshore outsourced agent positions, 2005 - 2010 36
Table 16: Selected contact center outsourcers operating in Brazil 42
Table 17: Selected contact center outsourcers operating in Argentina and Chile 43
Table 18: Key themes for evaluating emerging CALA offshore locations 43
Table 19: Contact Center definitions 45
Table 20: Total Morocco outsourced agent positions (000s) 2005 - 2010 46
Table 21: Vertical distribution of offshore outsourced APs (000s) in Morocco 2005 - 2010 48
Table 22: Vertical distribution of domestic outsourced APs (000s) in Morocco 2005 - 2010 50
Table 23: Outsourced offshore APs (000s) in Morocco by contact center sizeband 2005 - 2010 51
Table 24:   Outsourced domestic APs (000s) in Morocco by contact center sizeband 2005 - 2010 52
Table 25: Geographic markets served by Morocco outsourced APs 2005 - 2010 53
Table 26: Total Tunisia outsourced agent positions (000s)2005 - 2010 54
Table 27: Vertical distribution of offshore outsourced APs (000s) in Tunisia 2005 - 2010 56
Table 28:     Vertical distribution of domestic outsourced APs (000s) in Tunisia 2005 - 2010 58
Table 29: Outsourced offshore APs (000s) in Tunisia by contact center sizeband 2005 - 2010 59
Table 30: Outsourced domestic APs (000s) in Tunisia by contact center sizeband 2005 - 2010 60
Table 31: Geographic markets served by Tunisia outsourced APs 2005 - 2010 61
Table 32: Total South Africa outsourced agent positions (000s) 2005 - 2010 62
Table 33: Vertical distribution of offshore outsourced APs (000s) in South Africa 2005 - 2010 63
Table 34: Vertical distribution of domestic outsourced APs (000s) in South Africa 2005 - 2010 65
Table 35: Outsourced offshore APs (000s) in South Africa by contact center sizeband 2005 - 2010 66
Table 36: Outsourced domestic APs (000s) in South Africa by contact center sizeband 2005 - 2010 67
Table 37: Geographic markets served by South Africa outsourced APs 2005 - 010 68
Table 38: Total Czech Republic outsourced agent positions (000s) 2005 - 2010 69
Table 39:    Vertical distribution of offshore outsourced APs (000s) in Czech Republic 2005 - 2010 70
Table 40: Vertical distribution of domestic outsourced APs (000s) in Czech Republic 2005 - 2010 72
Table 41:   Outsourced offshore APs (000s) in Czech Republic by contact center sizeband 2005 - 2010 73
Table 42: Outsourced domestic APs (000s) in Czech Republic by contact center sizeband 2005 - 2010 73
Table 43:   Geographic markets served by Czech Republic outsourced APs 2005 - 2010 75
Table 44: Total Hungary outsourced agent positions (000s) 2005 - 2010 76
Table 45: Vertical distribution of offshore outsourced APs (000s) in Hungary 2005 - 2010 78
Table 46: Vertical distribution of domestic outsourced APs (000s) in Hungary 2005 - 2010 80
Table 47: Outsourced offshore APs (000s) in Hungary by contact center sizeband 2005 - 2010 81
Table 48: Outsourced domestic APs (000s) in Hungary by contact center sizeband 2005 - 2010 81
Table 49: Geographic markets served by Hungary outsourced APs 2005 - 2010 82
Table 50: Total Poland outsourced agent positions (000s) 2005 - 2010 83
Table 51: Vertical distribution of offshore outsourced APs (000s) in Poland 2005 - 2010 85
Table 52: Vertical distribution of domestic outsourced APs (000s) in Poland 2005 - 2010 87
Table 53: Outsourced offshore APs (000s) in Poland by contact center sizeband 2005 - 2010 88
Table 54:    Outsourced domestic APs (000s) in Poland by contact center sizeband 2005 - 2010 89
Table 55:      Geographic markets served by Poland outsourced APs 2005 - 2010 90
Table 56: Total Russia outsourced agent positions (000s) 2005 - 2010 91
Table 57: Vertical distribution of offshore outsourced APs (000s) in Russia 2005 - 2010 93
Table 58: Vertical distribution of domestic outsourced APs (000s) in Russia 2005 - 2010 95
Table 59:   Outsourced offshore APs (000s) in Russia by contact center sizeband 2005 - 2010 96
Table 60: Outsourced domestic APs (000s) in Russia by contact center sizeband 2005 - 2010 96
Table 61:   Geographic markets served by Russia outsourced APs 2005 - 2010 98
Table 62: Total Latvia outsourced agent positions (000s) 2005 - 2010 99
Table 63:   Vertical distribution of offshore outsourced APs (000s) in Latvia 2005 - 2010 100
Table 64: Vertical distribution of domestic outsourced APs (000s) in Latvia 2005 - 2010 102
Table 65: Outsourced offshore APs (000s) in Latvia by contact center sizeband 2005 - 2010 103
Table 66: Outsourced domestic APs (000s) in Latvia by contact center sizeband 2005 - 2010 104
Table 67: Geographic markets served by Latvia outsourced APs 2005 - 2010 105
Table 68: Total Lithuania outsourced agent positions (000s) 2005 - 2010 106
Table 69: Vertical distribution of offshore outsourced APs (000s) in Lithuania 2005 - 2010 107
Table 70: Vertical distribution of domestic outsourced APs (000s) in Lithuania 2005 - 2010 109
Table 71: Outsourced offshore APs (000s) in Lithuania by contact center sizeband 2005 - 2010 110
Table 72: Outsourced domestic APs (000s) in Lithuania by contact center sizeband 2005 - 2010 111
Table 73: Geographic markets served by Lithuania outsourced APs 2005 - 2010 113
Table 74: Total Estonia outsourced agent positions (000s) 2005 - 2010 114
Table 75: Vertical distribution of offshore outsourced APs (000s) in Estonia 2005 - 2010 115
Table 76: Vertical distribution of domestic outsourced APs (000s) in Estonia 2005 - 2010 117
Table 77: Outsourced offshore APs (000s) in Estonia by contact center sizeband 2005 - 2010 118
Table 78:   Outsourced domestic APs (000s) in Estonia by contact center sizeband 2005 - 2010 119
Table 79:    Geographic markets served by Estonia outsourced APs 2005 - 2010 120
Table 80: Total Romania outsourced agent positions (000s) 2005 - 2010 121
Table 81: Vertical distribution of offshore outsourced APs (000s) in Romania 2005 - 2010 122
Table 82: Vertical distribution of domestic outsourced APs (000s) in Romania 2005 - 2010 124
Table 83:     Outsourced offshore APs (000s) in Romania by contact center sizeband 2005 - 2010 125
Table 84: Outsourced domestic APs (000s) in Romania by contact center sizeband 2005 - 2010 126
Table 85:      Geographic markets served by Romania outsourced APs 2005 - 2010 127
Table 86: Total Bulgaria outsourced agent positions (000s) 2005 - 2010 128
Table 87: Vertical distribution of offshore outsourced APs (000s) in Bulgaria 2005 - 2010 129
Table 88: Vertical distribution of domestic outsourced APs (000s) in Bulgaria 2005 - 2010 131
Table 89: Outsourced offshore APs (000s) in Bulgaria by contact center sizeband 2005 - 2010 132
Table 90: Outsourced domestic APs (000s) in Bulgaria by contact center sizeband 2005 - 2010 133
Table 91:   Geographic markets served by Bulgaria outsourced APs 2005 - 2010 134
Table 92: Total Malaysia outsourced agent positions (000s) 2005 - 2010 135
Table 93: Vertical distribution of offshore outsourced APs (000s) in Malaysia 2005 - 2010 136
Table 94:   Vertical distribution of domestic outsourced APs (000s) in Malaysia 2005 - 2010 138
Table 95: Outsourced offshore APs (000s) in Malaysia by contact center sizeband 2005 - 2010 139
Table 96: Outsourced domestic APs (000s) in Malaysia by contact center sizeband 2005 - 2010 140
Table 97: Total Singapore outsourced agent positions (000s) 2005 - 2010 141
Table 98: Vertical distribution of offshore outsourced APs (000s) in Singapore 2005 - 2010 143
Table 99: Vertical distribution of domestic outsourced APs (000s) in Singapore 2005 - 2010 145
Table 100: Outsourced offshore APs (000s) in Singapore by contact center sizeband 2005 - 2010 146
Table 101: Outsourced domestic APs (000s) in Singapore by contact center sizeband 2005 - 2010 147
Table 102: Geographic markets served by Singapore outsourced APs 2005 - 2010 149
Table 103: Total Hong Kong outsourced agent positions (000s) 2005 - 2010 150
Table 104: Vertical distribution of offshore outsourced APs (000s) in Hong Kong 2005 - 2010 151
Table 105: Vertical distribution of domestic outsourced APs (000s) in Hong Kong 2005 - 2010 153
Table 106: Outsourced offshore APs (000s) in Hong Kong by contact center sizeband 2005 - 2010 154
Table 107: Outsourced domestic APs (000s) in Hong Kong by contact center sizeband 2005 - 2010 155
Table 108: Geographic markets served by Hong Kong outsourced APs 2005 - 2010 156
Table 109: Total China outsourced agent positions (000s) 2005 - 2010 157
Table 110: Vertical distribution of offshore outsourced APs (000s) in China 2005 - 2010 158
Table 111: Vertical distribution of domestic outsourced APs (000s) in China 2005 - 2010 160
Table 112: Outsourced offshore APs (000s) in China by contact center sizeband 2005 - 2010 161
Table 113:   Outsourced domestic APs (000s) in China by contact center sizeband 2005 - 2010 162
Table 114: Geographic markets served by China outsourced APs 2005 - 2010 164
Table 115:    Total Brazil outsourced agent positions (000s) 2005 - 2010 165
Table 116: Vertical distribution of offshore outsourced APs (000s) in Brazil 2005 - 2010 166
Table 117: Vertical distribution of domestic outsourced APs (000s) in Brazil 2005 - 2010 168
Table 118: Outsourced offshore APs (000s) in Brazil by contact center sizeband 2005 - 2010 169
Table 119: Outsourced domestic APs (000s) in Brazil by contact center sizeband 2005 - 2010 170
Table 120: Geographic markets served by Brazil outsourced APs 2005 - 2010 171
Table 121: Total Chile outsourced agent positions (000s) 2005 - 2010 172
Table 122:       Vertical distribution of offshore outsourced APs (000s) in Chile 2005 - 2010 173
Table 123:   Vertical distribution of domestic outsourced APs (000s) in Chile 2005 - 2010 175
Table 124: Outsourced offshore APs (000s) in Chile by contact center sizeband 2005 - 2010 176
Table 125:    Outsourced domestic APs (000s) in Chile by contact center sizeband 2005 - 2010 177
Table 126: Geographic markets served by Chile outsourced APs 2005 - 2010 179
Table 127: Total Argentina outsourced agent positions (000s) 2005 - 2010 180
Table 128:   Vertical distribution of offshore outsourced APs (000s) in Argentina 2005 - 2010 182
Table 129: Vertical distribution of domestic outsourced APs (000s) in Argentina 2005 - 2010 184
Table 130: Outsourced offshore APs (000s) in Argentina by contact center sizeband 2005 - 2010 185
Table 131: Outsourced domestic APs (000s) in Argentina by contact center sizeband 2005 - 2010 186
Table 132: Geographic markets served by Argentina outsourced APs 2005 - 2010 187
Table 133: Total Egypt outsourced agent positions (000s) 2005 - 2010 188
Table 134: Vertical distribution of offshore outsourced APs (000s) in Egypt 2005 - 2010 189
Table 135: Vertical distribution of domestic outsourced APs (000s) in Egypt 2005 - 2010 191
Table 136: Outsourced offshore APs (000s) in Egypt by contact center sizeband 2005 - 2010 192
Table 137: Outsourced domestic APs (000s) in Egypt by contact center sizeband 2005 - 2010 193
Table 138: Geographic markets served by Egypt outsourced APs 2005 - 2010 194
List of Figures
Figure 1: CEE outsourced APs (000s), 2005 - 2010 9
Figure 2: Corporate tax rates, 2005 12
Figure 3: Outsourced agent pricing, 2005 18
Figure 4: North Africa's outsourced APs (000s), 2005-2010 21
Figure 5: North Africa's offshore outsourced APs (000s), 2005-2010 23
Figure 6: Agent wages, 2005 26
Figure 7: Annual office rental costs, € per m2 28
Figure 8: CALA outsourced agent positions, 2005 - 2010 33
Figure 9: CALA domestic outsourced agent positions, 2005 - 2010 34
Figure 10: CALA offshore outsourced agent positions, 2005 - 2010 36
Figure 11: CALA offshore AP demand, 2005 - 2010 37
Figure 12: US Hispanic population growth, 2000 & 2004 38
Figure 13: US Hispanic household income, 1992 - 2004 39
Figure 14: Price per agent per hour, selected offshore contact center outsourcing locations 40
Figure 15: Total Morocco outsourced agent positions 2005 - 2010 46
Figure 16: Vertical distribution of offshore outsourced APs in Morocco 2005 - 2010 47
Figure 17: Vertical distribution of domestic outsourced APs in Morocco 2005 - 2010 49
Figure 18: Outsourced offshore APs in Morocco by contact center sizeband 2005 - 2010 51
Figure 19: Outsourced domestic APs in Morocco by contact center sizeband 005 - 2010 52
Figure 20: Geographic markets served by Morocco outsourced APs 2005 - 2010 53
Figure 21: Total Tunisia outsourced agent positions 2005 - 2010 54
Figure 22:       Vertical distribution of offshore outsourced APs in Tunisia 2005 - 2010 55
Figure 23: Vertical distribution of domestic outsourced APs in Tunisia 2005 - 2010 57
Figure 24: Outsourced offshore APs in Tunisia by contact center sizeband 2005 - 2010 58
Figure 25: Outsourced domestic APs in Tunisia by contact center sizeband 2005 - 2010 59
Figure 26:    Geographic markets served by Tunisia outsourced APs 2005 - 2010 60
Figure 27: Total South Africa outsourced agent positions 2005 - 2010 61
Figure 28:  Vertical distribution of offshore outsourced APs in South Africa 2005 - 2010 62
Figure 29: Vertical distribution of domestic outsourced APs in South Africa 2005 - 2010 64
Figure 30: Outsourced offshore APs in South Africa by contact center sizeband 2005 - 2010 65
Figure 31: Outsourced domestic APs in South Africa by contact center sizeband 2005 - 2010 66
Figure 32: Geographic markets served by South Africa outsourced APs 2005 - 2010 67
Figure 33: Total Czech Republic outsourced agent positions 2005 - 2010 68
Figure 34: Vertical distribution of offshore outsourced APs in Czech Republic 2005 - 2010 69
Figure 35: Vertical distribution of domestic outsourced APs in Czech Republic 2005 - 2010 71
Figure 36: Outsourced offshore APs in Czech Republic by contact center sizeband 2005 - 2010 72
Figure 37:   Outsourced domestic APs in Czech Republic by contact center sizeband 2005 - 2010 73
Figure 38:   Geographic markets served by Czech Republic outsourced APs 2005 - 2010 74
Figure 39: Total Hungary outsourced agent positions 2005 - 2010 75
Figure 40: Vertical distribution of offshore outsourced APs in Hungary 2005 - 2010 77
Figure 41: Vertical distribution of domestic outsourced APs in Hungary 2005 - 2010 79
Figure 42: Outsourced offshore APs in Hungary by contact center sizeband 2005 - 2010 80
Figure 43: Outsourced domestic APs in Hungary by contact center sizeband 2005 - 2010 81
Figure 44: Geographic markets served by Hungary outsourced APs 2005 - 2010 82
Figure 45: Total Poland outsourced agent positions 2005 - 2010 83
Figure 46: Vertical distribution of offshore outsourced APs in Poland 2005 - 2010 84
Figure 47: Vertical distribution of domestic outsourced APs in Poland 2005 - 2010 86
Figure 48: Outsourced offshore APs in Poland by contact center sizeband 2005 - 2010 87
Figure 49:    Outsourced domestic APs in Poland by contact center sizeband 2005 - 2010 88
Figure 50:      Geographic markets served by Poland outsourced APs 2005 - 2010 89
Figure 51: Total Russia outsourced agent positions 2005 - 2010 90
Figure 52: Vertical distribution of offshore outsourced APs in Russia 2005 - 2010 92
Figure 53: Vertical distribution of domestic outsourced APs in Russia 2005 - 2010 94
Figure 54:   Outsourced offshore APs in Russia by contact center sizeband 2005 - 2010 95
Figure 55: Outsourced domestic APs in Russia by contact center sizeband 2005 - 2010 96
Figure 56:   Geographic markets served by Russia outsourced APs 2005 - 2010 97
Figure 57: Total Latvia outsourced agent positions 2005 - 2010 98
Figure 58: Vertical distribution of offshore outsourced APs in Latvia 2005 - 2010 99
Figure 59: Vertical distribution of domestic outsourced APs in Latvia 2005 - 2010 101
Figure 60: Outsourced offshore APs in Latvia by contact center sizeband 2005 - 2010 102
Figure 61: Outsourced domestic APs in Latvia by contact center sizeband 2005 - 2010 103
Figure 62: Geographic markets served by Latvia outsourced APs 2005 - 2010 104
Figure 63: Total Lithuania outsourced agent positions 2005 - 2010 105
Figure 64: Vertical distribution of offshore outsourced APs in Lithuania 2005 - 2010 106
Figure 65: Vertical distribution of domestic outsourced APs in Lithuania 2005 - 2010 108
Figure 66: Outsourced offshore APs in Lithuania by contact center sizeband 2005 - 2010 110
Figure 67:   Outsourced domestic APs in Lithuania by contact center sizeband 2005 - 2010 111
Figure 68:   Geographic markets served by Lithuania outsourced APs 2005 - 2010 112
Figure 69: Total Estonia outsourced agent positions 2005 - 2010 113
Figure 70: Vertical distribution of offshore outsourced APs in Estonia 2005 - 2010 114
Figure 71: Vertical distribution of domestic outsourced APs in Estonia 2005 - 2010 116
Figure 72: Outsourced offshore APs in Estonia by contact center sizeband 2005 - 2010 117
Figure 73: Outsourced domestic APs in Estonia by contact center sizeband 2005 - 2010 118
Figure 74:    Geographic markets served by Estonia outsourced APs 2005 - 2010 119
Figure 75: Total Romania outsourced agent positions 2005 - 2010 120
Figure 76: Vertical distribution of offshore outsourced APs in Romania 2005 - 2010 121
Figure 77: Vertical distribution of domestic outsourced APs in Romania 2005 - 2010 123
Figure 78:   Outsourced offshore APs in Romania by contact center sizeband 2005 - 2010 124
Figure 79: Outsourced domestic APs in Romania by contact center sizeband 2005 - 2010 125
Figure 80:   Geographic markets served by Romania outsourced APs 2005 - 2010 126
Figure 81: Total Bulgaria outsourced agent positions 2005 - 2010 127
Figure 82: Vertical distribution of offshore outsourced APs in Bulgaria 2005 - 2010 128
Figure 83: Vertical distribution of domestic outsourced APs in Bulgaria 2005 - 2010 130
Figure 84: Outsourced offshore APs in Bulgaria by contact center sizeband 2005 - 2010 131
Figure 85: Outsourced domestic APs in Bulgaria by contact center sizeband 2005 - 2010 132
Figure 86:   Geographic markets served by Bulgaria outsourced APs 2005 - 2010 133
Figure 87: Total Malaysia outsourced agent positions 2005 - 2010 134
Figure 88: Vertical distribution of offshore outsourced APs in Malaysia 2005 - 2010 135
Figure 89:   Vertical distribution of domestic outsourced APs in Malaysia 2005 - 2010 137
Figure 90: Outsourced offshore APs in Malaysia by contact center sizeband 2005 - 2010 139
Figure 91:   Outsourced domestic APs in Malaysia by contact center sizeband 2005 - 2010 140
Figure 92: Total Singapore outsourced agent positions 2005 - 2010 141
Figure 93: Vertical distribution of offshore outsourced APs in Singapore 2005 - 2010 142
Figure 94: Vertical distribution of domestic outsourced APs in Singapore 2005 - 2010 144
Figure 95: Outsourced offshore APs in Singapore by contact center sizeband 2005 - 2010 146
Figure 96: Outsourced domestic APs in Singapore by contact center sizeband 2005 - 2010 147
Figure 97: Geographic markets served by Singapore outsourced APs 2005 - 2010 148
Figure 98: Total Hong Kong outsourced agent positions 2005 - 2010 149
Figure 99: Vertical distribution of offshore outsourced APs in Hong Kong 2005 - 2010 150
Figure 100:    Vertical distribution of domestic outsourced APs in Hong Kong 2005 - 2010 152
Figure 101: Outsourced offshore APs in Hong Kong by contact center sizeband 2005 - 2010 153
Figure 102: Outsourced domestic APs in Hong Kong by contact center sizeband 2005 - 2010 154
Figure 103: Geographic markets served by Hong Kong outsourced APs 2005 - 2010 155
Figure 104: Total China outsourced agent positions 2005 - 2010 156
Figure 105: Vertical distribution of offshore outsourced APs in China 2005 - 2010 157
Figure 106: Vertical distribution of domestic outsourced APs in China 2005 - 2010 159
Figure 107: Outsourced offshore APs in China by contact center sizeband 2005 - 2010 161
Figure 108:   Outsourced domestic APs in China by contact center sizeband 2005 - 2010 162
Figure 109: Geographic markets served by China outsourced APs 2005 - 2010 163
Figure 110:    Total Brazil outsourced agent positions 2005 - 2010 164
Figure 111: Vertical distribution of offshore outsourced APs in Brazil 2005 - 2010 165
Figure 112: Vertical distribution of domestic outsourced APs in Brazil 2005 - 2010 167
Figure 113: Outsourced offshore APs in Brazil by contact center sizeband 2005 - 2010 168
Figure 114: Outsourced domestic APs in Brazil by contact center sizeband 2005 - 2010 169
Figure 115: Geographic markets served by Brazil outsourced APs 2005 - 2010 170
Figure 116: Total Chile outsourced agent positions 2005 - 2010 171
Figure 117:       Vertical distribution of offshore outsourced APs in Chile 2005 - 2010 172
Figure 118: Vertical distribution of domestic outsourced APs in Chile 2005 - 2010 174
Figure 119: Outsourced offshore APs in Chile by contact center sizeband 2005 - 2010 176
Figure 120: Outsourced domestic APs in Chile by contact center sizeband 2005 - 2010 177
Figure 121: Geographic markets served by Chile outsourced APs 2005 - 2010 178
Figure 122: Total Argentina outsourced agent positions 2005 - 2010 179
Figure 123: Vertical distribution of offshore outsourced APs in Argentina 2005 - 2010 181
Figure 124: Vertical distribution of domestic outsourced APs in Argentina 2005 - 2010 183
Figure 125: Outsourced offshore APs in Argentina by contact center sizeband 2005 - 2010 184
Figure 126: Outsourced domestic APs in Argentina by contact center sizeband 2005 - 2010 185
Figure 127: Geographic markets served by Argentina outsourced APs 2005 - 2010 186
Figure 128: Total Egypt outsourced agent positions 2005 - 2010 187
Figure 129: Vertical distribution of offshore outsourced APs in Egypt 2005 - 2010 188
Figure 130: Vertical distribution of domestic outsourced APs in Egypt 2005 - 2010 190
Figure 131: Outsourced offshore APs in Egypt by contact center sizeband 2005 - 2010 192
Figure 132: Outsourced domestic APs in Egypt by contact center sizeband 2005 - 2010 193
Figure 133: Geographic markets served by Egypt outsourced APs 2005 - 2010 194